SD Lead

Job Description

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end users within the organization s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery. IT Skills and Experience Own, manage, and be accountable for the service performance a specific customer contract(s) against the contracted OLA/SO Be the single point of contact for the Service Delivery Manager(s) Represent the Service Desk at relevant meetings (organize and participate to monthly project reviews) Be involved in managing the contracted relationship with third party suppliers, where this is relevant Maintain good liaison with other delivery groups and teams Maintain good liaison with Service Manager to ensure they are satisfied with the services provided by the Service Desk Maintain an effective understanding of the customers business, business requirements, IT needs and how IT will support and enhance their business Review daily, weekly and monthly KPIs reports for the assigned customer account to ensure that service is delivered according to Global Service Desk standards (quality, productivity and time wise) Define and maintain a Service Description(s) and OLA/SO document(s) for an assigned customer account(s) Act as the escalation point for technical, process and OLA/SO issues raised by Service Desk teams Plan, schedule and allocate work across teams so that the service provided to the customer is in accordance with the OLA/SO Assess impact and validate/approve change of scopes (OLA/SO and/or scope of service) Review and analyze call volumes by hour and adjust resource levels and shifts accordingly Identify and take appropriate actions based on daily, weekly and monthly KPI reports; Undertake resource planning and to assess impact of resource utilization on profit margins and budget In conjunction with the Operations Manager determines how to best manage changes of scope for an assigned account(s) that will eventually impact the service delivered. Experience in a similar role 5+ years of relevant experience.